User's Manual
Table Of Contents
- Avaya Communication Manager
- Call Center Software
- Basic Call Management System (BCMS)
- Operations
- Contents
- Preface
- BCMS description
- System access
- Generating reports
- Report reference
- System printer and Report Scheduler
- Using reports for ACD planning
- Appendix A: BCMS/CMS report heading comparison
- Glossary
- Index
BCMS/CMS report heading comparison
140 BCMS Operations
● The system supports “ring” state when reporting on ACD calls to the CMS. CMS tracks
the time that calls spend ringing and shows an agent with a call ringing as being in the
“ring” state on real-time reports. BCMS receives notification when a call is ringing at the
agent telephone and puts the agent into the “Other” state in real-time reports. It does not
have a “ring” state nor does it explicitly track the time calls spend ringing at agent
telephones.
● CMS collects both interval-based and call-based ACW time. The interval-based ACW
time includes any time in ACW not associated with a call (for example, the agent pushed
the ACW button while not on an ACD call) as well as call-related ACW time. The
call-based ACW time includes only ACW time associated with a call. CMS agent reports
that show the time agents spent in the various work states display interval-based ACW
time. CMS split and VDN reports that show average ACW time use the call-based ACW
time to calculate the average.
● BCMS historical reports display the equivalent of interval-based ACW time, that is, the
ACW time reported includes both call-related and non-call related ACW time. The
monitor system (BCMS system status) report displays only call-related ACW time.
● The BCMS real-time agent report shows the clock time at which the agent entered the
current work state. CMS real-time agent reports show the elapsed time the agent has
spent in the current work state.
● CMS does not include direct agent ACD calls with split ACD calls on split reports. BCMS
does include direct agent ACD calls in ACD CALLS on split reports.
● CMS records dequeues for calls that dequeue from non-primary splits in a VDN. BCMS
does not display a count of dequeued calls in any reports, however dequeued calls do
count as calls offered to the split and thus affect the percent within service level
calculation for the split.
● BCMS reports hold time only for ACD calls. CMS reports hold time for ACD calls on split
reports, but reports hold time for ACD and extension calls in agent reports.
● If you are viewing CMS reports using Supervisor, the report headings may be slightly
different.